Features and Benefits
Realtime Online is fully customisable and new display formats can be created in a snap to focus in on individual, skillgroup / queue or team performance.
The web browser user interface enables unlimited thresholds to be configured against Key Performance Indicators (KPI's) so that Managers, Team Leaders and Agents can be proactively alerted when there is a potential or actual problem within the contact center.
Real time statistics are displayed via an Internet Explorer Web Browser client and IP handsets enabling everyone within the business access to the real time information they need. Each user can have their own customised displays with relevant information appropriately displayed to them. Functionality includes:
- hidden and automatically shown when a threshold has been breached
- an icon in the system tray will flash when a threshold is breached
- ‘docked' at the top/bottom/sides of the screen so as to always be in view
- permanently full screen for use on LED and Plasma screens
- sound can be played when a threshold has been breached
Data can be displayed either graphically or in tabular format to present data the best way to suit the needs of the contact centre. Additional database connectors can be purchased to connect Realtime Online to other call centre such as IVR systems, Call Recording, Predictive Dialers and even business systems like CRM or Helpdesk Applications.
Scrolling messages can dynamically displayed on the dashboard providing managers the ability to be able to ensure their teams are always up to date.
Thresholds can be set against any database field with alerting functionality including:
- Change color of fields when threshold broken - i.e. customers queuing
- Use icons to represent changes in state to provide something different
- Sound alerts via either an IP handset or PC with a sound card
- E-mail and SMS alerts can be sent to advise when targets achieved or SLA's broken - contact center managers need never be unaware when their contact center has an issue
- Messaging to Internet Explorer clients and IP phones
- Scripting that can launch other applications and scripting engines